Review Insights · App Store
Universal Studios Hollywood™
NBCUniversal Media, LLC · 199,675 ratings · ★ 4.8
4.8
★★★★★
199,675 ratings
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Top complaints - extracted from 45 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"mobile"
9 negative reviews mention this · 20% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
2
"park"
8 negative reviews mention this · 18% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
3
"tickets"
8 negative reviews mention this · 18% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
4
"order"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
5
"line"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
6
"mobile order"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
7
"wait"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Mobile order is not effective. Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when w…" - Blk ballerina
8
"pass"
5 negative reviews mention this · 11% of all complaints
★★★★★ "Trying to get HHN ticket on my Platinum Pass. Get get a reserved ticket. I input my pass number. It was accepted today but then it took me to a page that said I had to go to pass holder information. That is where I just came from. There was no other choice. That put me in an endle…" - 12345WPJ67890
📋 All 45 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Mobile order is not effective
Everyone who waited at the regular line got their food before me. You guys need a more updated system. This is actually affecting our enjoyment at the theme park fix it.I’m and can you please make sure that the condiments are stacked when we asked for condiments the staff rolled their eyes walked away everybody else who needed food you want us to pay full price for these tickets get it together
Ages old unfixed error
Years ago this wouldn’t create but apparently requires an account. That’s still the case.
App does not work
Tried creating an account on iphone and it did not work. Significant other tried setting account account up on the app and got the same error message. Waited half a day, both tried again, same error msg. Tried setting up account on desktop, it did not work. Make sure to print out your tickets bc this app is trash, wasted over an hour trying to create an account and we still don’t have an account
Mobile order not working
Mobile app not working for food
Mobile food Ordering
Have not been able to order mobile food on two separate occasions
Missing Features in 2026
This app is horrible, you can’t even do basic necessities. Need to unlink a ticket? Call the number. Need to adjust your party members? Call the number. Mobile order was lost? Call the number.
Jan 2,2025
We came to the park today I have never seen crowds like this before. The security and cast members were unorganized. They were having people go into imaginary lines. Than when we got close to the entrance the placed us outside in another line. We decided enough was enough and left. Please get your stuff together
Horrible
Mobile order worse way longer wait then waiting in line.
It’s buggy
I can’t get one of the watches to sync
App
Your app totally sucks.
Your mobile orders are wacked
Watched people in line get ahead of my mobile orders, then people who ordered mobile after me got their food before me - like seriously?
Didn’t let me register. Useless.
Useless
Trying to get HHN ticket on my Platinum Pass
Get get a reserved ticket. I input my pass number. It was accepted today but then it took me to a page that said I had to go to pass holder information. That is where I just came from. There was no other choice. That put me in an endless loop. What is wrong with this website?
Park hours gone
Latest update removed the park hours. I want to see the park hours as an option in the FIRST screen I see.
When is this app gonna be fixed?!
Every time I try clicking on a menu or to see when my blockout dates are, all that shows up is a white screen. So inconvenient. Please fix this ASAP
My Experience
My girlfriend and I were very disappointed with our recent visit to Universal Studios Hollywood. We had high expectations, but the experience fell far short.
First, several attractions were advertised as open - including The Mummy and Jurassic Park - but The Mummy kept breaking down throughout the day and was eventually closed, while Jurassic Park was completely unavailable. This was frustrating, especially since these rides were a big reason we chose to visit.
We also purchased early access tickets for Halloween Horror Nights, but one of the employees told us we had to completely leave the park before re-entering, even though many other guests were still inside. By the time we were allowed back in, it was already 6:30 PM, which completely defeated the purpose of the early access (advertised to begin at 5:30 PM).
Customer service was very poor. When I tried to ask a simple question at check-in, an employee cut me off and told me, “Ask customer service, you have a whole line behind you,” which felt rude and unhelpful.
Additionally, the wait times posted for rides and mazes were inaccurate, the lines were extremely long, and there were many people cutting or holding spots for large groups - which staff did nothing about.
Overall, the experience was stressful, poorly managed, and not worth the price we paid. We left feeling frustrated rather than entertained. Unfortunately, I cannot recommend Universal Studios Hollywood based on this visit.
First, several attractions were advertised as open - including The Mummy and Jurassic Park - but The Mummy kept breaking down throughout the day and was eventually closed, while Jurassic Park was completely unavailable. This was frustrating, especially since these rides were a big reason we chose to visit.
We also purchased early access tickets for Halloween Horror Nights, but one of the employees told us we had to completely leave the park before re-entering, even though many other guests were still inside. By the time we were allowed back in, it was already 6:30 PM, which completely defeated the purpose of the early access (advertised to begin at 5:30 PM).
Customer service was very poor. When I tried to ask a simple question at check-in, an employee cut me off and told me, “Ask customer service, you have a whole line behind you,” which felt rude and unhelpful.
Additionally, the wait times posted for rides and mazes were inaccurate, the lines were extremely long, and there were many people cutting or holding spots for large groups - which staff did nothing about.
Overall, the experience was stressful, poorly managed, and not worth the price we paid. We left feeling frustrated rather than entertained. Unfortunately, I cannot recommend Universal Studios Hollywood based on this visit.
A horrible app
I don’t believe the app score. I’m pretty sure Universal paid for the reviews. Currently, I can’t use the app because it doesn’t recognize my password. I can log into the web site, but not the app. Tried changing my password and logged into the universal web site, still can’t log into the app. It’s a sign of how well run the park is as well. Nothing works like it should.
No Admission Date on Tickets in the app Wallet
The app includes wallet where ticket purchases can be stored and used on the date for admittance to USH.
But HHN tickets (perhaps all tickets) do NOT show the date ticket is valid! All theme parks include date ticket is valid for admittance.
This app deficiency makes for an unsatisfactory guest experience.
But HHN tickets (perhaps all tickets) do NOT show the date ticket is valid! All theme parks include date ticket is valid for admittance.
This app deficiency makes for an unsatisfactory guest experience.
Secret Prices
One should not have to come to the actual park to get an upgrade if they purchased the original
Pass online
Pass online
Mobile ordering is a joke
There isn’t a separate window so you have to wait to get someone’s attention…
Never again universal Hollywood
Lousy , as in Florida you allow too many folks in at one time. Also there has to be a better way for a person in a scooter to get from lower spot to upper spot and visa versa to have to get in a van with scooter to get to the different levels is good
Most confusing app
Your app is chock full of icons that don't do anything. The app itself fails to inform at minimum what the rides are like. If you're gonna keep up with this approach it's best to just not have app available.
Frustrating Log in
Created app but now unable to gain access. Tried resetting password but when I tried to login it still doesn’t work. Craziest thing about this is that I used the remember my password feature and it doesn’t even work correctly!
Oops signatures do not match
Cannot add ticket and get the error, “Oops signatures do not match”
Charged me 3 times got tickets
Terrible site
Can’t scan in tickets
You cannot scan in or manually add your tickets so there is no point to this app. Deleted
Crashing site
Website and app keep crashing and logging me off
THESE WAIT TIMES
MAN THEESE WAIT TIMES TAKE SO LONG LIKE WHAT THE HECK HARRY POTTER AND MARIO ARE LIKE 2 HOURS but good theme idk 10/10 would go again
Inaccurate pick up time
Pick up time was inaccurate. Had to wait 30more mins from the specified pick up time.
Travel Party
It’s so annoying that you can not edit the travel party. I want to delete individuals who are no longer traveling. Make the editing easier.
Can’t even create an account
I’ve tried using different emails and resetting the app, and literally can’t make an account lol
Can't add my passes
Just downloaded the app and first thing I try to do is add our family passes and the app keeps giving errors that it can't scan them or even add them manually. Don't have high hopes for the rest of it.
Location Not Clear
The app doesn’t clearly state this is in California not Florida.
LAG!!!
It states it saves the payment method to the wallet but never does!!! I’ve never had this issue with Disney’s App!!!
Awful
I had a terrible time with this app. It was so frustrating to be logged in with an account and have the tickets loaded and not be able to mobile order or get in line for a virtual queue. When I tried to mobile order it took me to safari which had me log in (I was already logged in on the app) and then told me to use the app which was already downloaded, open, and that I was trying to utilize. Overall, very frustrating and not user friendly. I love Disneyland’s App which is easy, effective, and fast.
Useless map
The map is terrible. No “you are here” feature.
Make it easier to find the park hours
These apps are built lazy and aren’t very user friendly. That goes for all the theme park apps in the area
Disappointed
Too much people, studio tuors is watching tv in nonmoving bus. Universal has lost ots magic.
Don’t track me
Personal data is personal.
Very limited - lots of errors
Can’t add payment feature. Please fix and update
Extreme Nonsense
Too much walking for basic jump scares
Needs Apple Wallet Support
This app needs Apple wallet support. Users should be able to add their annual pass to Apple wallet
Event tickets disappeared
When I saw under "buy tickets" the "event tickets" is gone.
Keeps getting logged out
We have our annual pass linked to one email address. When I’m logged into the app on my phone, it keeps signing my partner out of his app. We both need to be able to stay logged in so that we can plan our day without being dependent on one phone. It’s a huge inconvenience.
App Needs Work
I cannot add my credit card info onto the app, therefore I cannot make mobile orders “we could not save your information at this time.” (I’ve tried multiple times on different occasions, never works) This is super inconvenient while in the park. My sister also downloaded the app, and she cannot add her annual pass onto the app “request time out.” Tried putting my cc on her phone, same message pops up. Please fix this!!!!!!
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)